Terms of Service.

How these terms are organised

If you are only reading about the service, Part A applies to you. Part B becomes binding when you submit a case. When you accept these terms at submission, you accept the whole document — Parts A, B and C.

Part A — About Otro and this website

A1. Who we are

Otro is a service operated by Otro Pty Ltd (ABN to be confirmed · ACN to be confirmed) ("Otro", "we", "us", "our"), a company registered in Australia with its registered office at Sydney NSW 2000, Australia.

In these terms, "you" means the person using this website or submitting a case.

A2. What Otro is

Otro is a technology platform. We connect patients with independent, AHPRA-registered Australian specialists who prepare written second-opinion reports based on the medical documentation supplied.

We also provide the surrounding infrastructure: secure document intake, identity and credential verification, case triage and specialist matching, billing, quality review of report structure by our Chief Medical Officer, and secure delivery of the finished report.

A3. What Otro is not

Otro is not your doctor and does not provide medical treatment or clinical advice.

• We do not form, hold or issue clinical opinions. The reviewing specialist forms and signs the opinion, and is professionally accountable for its clinical content.
• Using Otro does not create a doctor–patient or treating relationship between you and Otro, or between you and the reviewing specialist.
• No physical examination is performed. Every opinion is formed from documents alone.
• A second opinion supports, and does not replace, your relationship with your general practitioner and treating specialists.

Our Chief Medical Officer reviews every finalised report before release. That review checks structure, clarity and completeness. It does not check, endorse, alter or ratify the clinical conclusion, which remains the reviewing specialist's. If that review identifies an apparent error, gap or inconsistency, the report is returned to the reviewing specialist to consider and resolve before release. The conclusion remains the specialist's own.

A4. Otro is not for emergencies

If you are experiencing a medical emergency, call 000 or attend your nearest emergency department immediately.

Otro is not an emergency, urgent-care, crisis or after-hours service. We do not monitor submissions in real time. Reports take days to prepare. Never delay seeking urgent medical care while waiting for a second opinion, and never use a report as a substitute for emergency assessment.

A5. Using this website

You may use this website to learn about the service, contact us, and access your account. You agree not to:

• use the site for any unlawful purpose, or in breach of these terms;
• attempt to gain unauthorised access to any part of the site, any account other than your own, or any underlying system or data;
• interfere with, disrupt, overload or probe the security of the site, including by automated means;
• scrape, harvest or systematically extract content, other than lawful indexing by search engines in accordance with our robots directives;
• introduce malicious code, or attempt to circumvent any security or rate-limiting control.

A6. Information on this website is general

Content on this website — including descriptions of the service, process, turnaround times and specialties — is general information about what Otro does. It is not medical advice, is not tailored to your circumstances, and must not be relied on as a diagnosis or a treatment recommendation.

A7. Our intellectual property

Otro owns or licenses all content on this website, including text, layout, design, graphics and the Otro name and logo. You may read, print and share pages for your own personal, non-commercial use. You may not reproduce, republish, adapt or commercially exploit our content without our written permission.

Your rights in the report you receive are dealt with separately at B9.

A8. Accounts

To submit a case you must create an account. You are responsible for keeping your login credentials secure and for activity that occurs under your account. Tell us immediately at hello@otro.com.au (a dedicated security address is to be confirmed) if you believe your account has been accessed without your authorisation.

You must give accurate account information and keep it current. We may suspend or close an account under C5.

Part B — The second opinion service

Part B applies from the moment you submit a case. The version of these terms in force when you submit governs that case.

B1. Eligibility, and submitting for someone else

To submit a case you must:

• be at least 18 years of age;
• be located in Australia; and
• be either (a) the patient the documentation relates to, or (b) a person lawfully authorised to make health decisions for the patient, as set out below.

Submitting for someone else. If the patient is an adult who can make their own decisions, the case must be theirs: they accept these terms and give the acknowledgements at submission themselves. A family member or friend is welcome to help them do it. If the patient is an adult who lacks capacity to decide, we accept a submission only from their substitute decision-maker — for example a guardian, or an attorney or enduring guardian with authority for health or personal matters — and we require documentary evidence of that authority before a specialist accepts the case.

Patients under 18. We do not currently accept cases where the patient is under 18.

B2. What the service includes

The reviewing specialist will:

• review the medical documentation you supply;
• form an independent clinical impression based on that documentation;
• provide a structured written report following Otro's standard seven-section format;
• give a direct answer to each specific question you submitted with your case; and
• where appropriate, identify alternative considerations worth raising with your treating doctor.

B3. What the service does not include

The service does not include:

• ordering, arranging or interpreting new investigations;
• prescribing medication or issuing repeat prescriptions;
• writing referrals;
• providing treatment, ongoing care, monitoring or follow-up;
• communicating or corresponding directly with your treating team;
• attending appointments, consultations or telehealth sessions;
• providing medico-legal opinions, expert witness reports, insurance assessments or capacity assessments, unless separately agreed in writing before submission.

If your case falls outside what we can appropriately review, we will tell you at triage and you will not be charged.

B4. Your responsibilities

You are responsible for providing documentation that is accurate, complete and legible. The quality of a second opinion is bounded by the quality of the materials it is formed from. In particular:

• omitting relevant records may materially change the opinion;
• you must not submit documentation that has been altered or that relates to another person without authority;
• you should tell us if your clinical situation changes materially between submission and delivery.

You remain responsible for your own healthcare decisions. Discuss the report with your treating doctor before acting on it.

B5. Consent, and authorising your reviewing specialist

There are two separate things happening here, and they are deliberately kept apart.

B5.1 What you consent to Otro doing

By submitting a case you consent to Otro collecting, storing, using and disclosing your personal and health information for the purpose of operating the service — intake, triage, matching you to a specialist, quality review, billing and delivery — as described in our Privacy Policy.

B5.2 What you authorise your reviewing specialist to do

Separately, and by a distinct acknowledgement at submission, you authorise the reviewing specialist(s) matched to your case — acting in their own professional capacity as registered Australian health practitioners — to seek and obtain the medical investigations and health records relevant to your case.

That may include diagnostic imaging, pathology results and records held by your other healthcare providers — obtained from the documents and links you supply, or by request directly to the providers holding them. Where a reviewing specialist is themselves authorised under the My Health Records Act 2012 (Cth), it may also include information available to them through My Health Record. Access to that system is governed by that Act and by the specialist's own authorisation under it — not by these terms or by anything Otro does.

This authorisation runs from you to the specialist. It is the specialist who accesses the records, under their own registration and their own professional and legal obligations.

B5.3 Otro's role, and its limits

Otro's involvement in that authorisation is confined to recording it and passing it to the matched specialist. Specifically:

• Otro does not itself access My Health Record, and does not itself request records from your healthcare providers.
• Where you supply links to investigations, Otro stores those links with your case so the specialist can use them. Otro does not use them to retrieve records for its own purposes.
• Otro does not obtain, hold or use your records under this authorisation. The specialist does, in their own right.
• Records the specialist obtains directly are held by them under their own professional record-keeping and privacy obligations.
• The specialist is required, under their agreement with us, to add to your case record the materials they obtained and relied on in preparing your report — so your case record is a complete account of what your opinion was based on.
• Where the specialist adds material they have obtained into your case record, that material is from then on also held by Otro and handled under our Privacy Policy, including its retention terms.

B5.4 Scope, limits and withdrawal

The authorisation in B5.2:

• extends only to information relevant to the clinical question you have asked;
• is for the sole purpose of preparing your second opinion report;
• does not authorise anyone to add to, amend or upload anything to your My Health Record or any other health record; and
• may be withdrawn by you at any time in writing. Withdrawal may mean a review already underway cannot be completed; fees for an accepted case are dealt with under B7.

B6. Who reviews your case, and their independence

Your case is matched to an AHPRA-registered Australian specialist with expertise relevant to your condition. Before accepting, the specialist declares that they have no prior treating relationship with you, no referring relationship, and no financial relationship with the parties involved in your current care.

Otro does not publish individual specialist profiles and does not accept requests for a named reviewer. The reviewing specialist's identity, specialty, fellowship and AHPRA registration number are disclosed in the report itself.

Reviewing specialists are engaged as independent practitioners. They are paid a flat fee per case which is not contingent on the conclusion they reach.

B7. Pricing, payment and refunds

Prices. Fees are fixed per review tier and displayed before you submit: A$799 for a Single Specialist Review and A$1,299 for a Multi-Specialist Review, inclusive of GST where applicable. Additional reviewers can be arranged on request at an additional fee agreed in advance.

When you are charged. Your card is securely authorised when you submit. You are charged only when a specialist formally accepts your case. If no specialist accepts, or we decline your case at triage, the authorisation is released and you are not charged.

Payment processing. Card payments are processed by Stripe. Otro does not store your full card details.

Your rights come first. Nothing in this clause limits your rights under the Australian Consumer Law, including the guarantees that services are provided with due care and skill and within a reasonable time (see C1).

If something goes wrong with your report. If your report is materially late, or you believe it does not meet the standard described in these terms (including B2), contact us. Where a failure can be put right, we will put it right — typically by having the reviewing specialist address the gap or, where appropriate, arranging a further review at no cost to you. Where the failure is a major one under the Australian Consumer Law, you may choose a refund instead. We may also refund or partly refund a fee in other cases, at our discretion, in addition to (never instead of) your legal rights.

Change of mind. You may cancel at no cost at any time before a specialist accepts your case. Once a specialist has accepted and begun the review, fees are not refundable for change of mind.

If we cancel. If we discontinue your case after acceptance and do not deliver a report, we will refund the fee — or partly refund it having regard to any part of the service already delivered (see B10).

Not covered by Medicare or private health insurance. Otro is a private service. Reports are not claimable under Medicare and are not currently covered by private health insurance extras or hospital cover. No Medicare rebate is available.

B8. Turnaround times

Indicative turnaround is 5–10 business days for a single review and 7–14 business days for a multi-specialist review, measured from the date a specialist accepts your case.

These are estimates, not guarantees. Complex cases, incomplete documentation, or the need to obtain further records may extend them. We will contact you if your case is materially delayed. Your rights if a report is materially late are set out in B7.

B9. Your report — ownership and use

The report is prepared for you. On delivery you receive a downloadable copy which is yours to keep.

You may use and share the report for your own healthcare purposes, including giving it to your general practitioner, treating specialists and other healthcare providers. You may share it with family, carers, or a person supporting your care.

Copyright in the report is owned by Otro; our agreement with the reviewing specialist deals with their rights. You receive a perpetual, irrevocable, non-exclusive licence to use the report for the purposes described above. We will never revoke it.

You must not:

• present the report as urgent or emergency advice;
• alter the report, or present extracts in a way that misrepresents its content or conclusions;
• hold the report out as an expert report or medico-legal opinion. Your report is prepared to inform your healthcare decisions; it is not prepared as expert evidence and does not comply with the codes of conduct that apply to expert witnesses. If the law requires you to disclose it — for example under a subpoena — you may of course do so. If you need an opinion for litigation, insurance, workers' compensation, immigration or employment purposes, ask us before submitting: that is a different service on different terms;
• publish the report commercially or use it to endorse or promote any product or service.

B10. If a case cannot proceed

We may decline or discontinue a case where:

• the documentation supplied is insufficient, illegible or cannot be verified;
• the clinical question falls outside our capability or the scope in B3;
• no suitably qualified independent specialist is available;
• we cannot resolve a conflict of interest;
• we reasonably suspect the submission is fraudulent, unlawful, or made without proper authority; or
• proceeding would in our reasonable view be clinically or ethically inappropriate.

If we decline before acceptance, you are not charged. If we discontinue after acceptance, we will refund or partially refund the fee having regard to work already performed.

Part C — Legal

C1. Liability, and your rights under Australian Consumer Law

Nothing in these terms excludes, restricts or modifies any consumer guarantee, right or remedy under the Australian Consumer Law that cannot lawfully be excluded. This includes the guarantee that services will be provided with due care and skill.

Subject to that:

• Otro supplies the platform and coordination service described at A2. Clinical responsibility for the content of a report rests with the reviewing specialist, who is professionally accountable for it and holds their own professional indemnity insurance.
• The opinion in a report is based solely on the documentation reviewed and is bounded by it. It is not a diagnosis, and it does not account for information not supplied to the specialist.
• To the extent permitted by law, Otro is not liable for indirect or consequential loss, or for loss arising from your reliance on a report without discussing it with your treating doctor.
• To the extent permitted by law, Otro's total aggregate liability to you in connection with a case is limited to the fees you paid for that case. This limit does not apply to liability under a consumer guarantee, liability for death or personal injury caused by negligence, or liability for fraud — none of which is limited by these terms.

C2. Privacy

We handle personal and health information in accordance with the Privacy Act 1988 (Cth) and the Australian Privacy Principles. Our Privacy Policy explains what we collect, why, who we share it with, where it is stored, and how you can access, correct or complain about it.

C3. Complaints

If you are unhappy with any aspect of the service, contact us at hello@otro.com.au (a dedicated complaints address is to be confirmed). We will acknowledge your complaint within 2 business days and respond within 30 days.

If your complaint concerns the professional conduct of a registered health practitioner, you may also contact the Australian Health Practitioner Regulation Agency (AHPRA) at ahpra.gov.au, or the health complaints body in your state or territory.

If your complaint concerns privacy, see the complaints section of our Privacy Policy, which includes escalation to the Office of the Australian Information Commissioner.

C4. Changes to these terms

We may update these terms. The version in force at the time you submit a case governs that case — later changes do not apply retrospectively to a case already submitted.

We will publish the current version on this page with its effective date. Where a change is material, we will take reasonable steps to notify account holders before it takes effect.

C5. Suspension and termination

We may suspend or close your account, or refuse service, where you materially breach these terms, where we reasonably suspect fraudulent or unlawful use, or where required by law. Where we do so, we will tell you why unless prevented by law.

You may close your account at any time by contacting us. Closing your account does not delete records we are required to retain — see the retention section of our Privacy Policy.

C6. General

Governing law. These terms are governed by the laws of New South Wales, Australia, and you and Otro submit to the non-exclusive jurisdiction of the courts of that State.

Severability. If any provision is found unenforceable, it is severed and the remainder continues in force.

No waiver. If we do not enforce a right, that is not a waiver of it.

Entire agreement. These terms are the entire agreement between you and Otro in relation to the service. Our Privacy Policy describes how we handle personal information and is not a contractual document.

Assignment. You may not assign your rights under these terms. We may assign ours on notice, for example on a sale or restructure of the business.

C7. Contact

Otro Pty Ltd (ABN to be confirmed · ACN to be confirmed)

Sydney NSW 2000, Australia

General enquiries: hello@otro.com.au

Clinical coordination: clinical@otro.com.au

Privacy: hello@otro.com.au (a dedicated privacy address is to be confirmed)